Garment Warranty

We offer a one-year warranty against any defects in materials and/or workmanship in our garments. We will repair or replace any garment, at ThermApparel's sole discretion, within that time. (Our warranty does NOT cover over-stretched garments from improperly drying or hanging garments.)

Any use of garments other than their intended purpose as stated in the Guide voids the warranty.

Cooling Pack Warranty

We offer a one-year warranty against any defects in materials and/or workmanship in our cooling packs. We will repair or replace any cooling pack, at ThermApparel's sole discretion, within that time. (Our warranty does NOT cover intentional slices or rips in the cooling pack packaging or cooling packs that have been put through the washing machine or dishwasher.)

Any use of the cooling packs other than their intended purpose as stated in the Guide voids the warranty.

Damaged Product Procedure

Please contact us if your product is received damaged or defective and we will make it right! If your product is received damaged in shipping, keep all packing materials and report the damage to ThermApparel's Customer Service. We will replace your product right away.


If you received a damaged Undercool vest garment:

  1. Give us a call at 855-232-7233.

  2. Please keep all of your cooling packs. They will be compatible with your new UnderCool, and this helps to keep the cost of shipping low. 

  3. Please return only the UnderCool along with a copy of your ThermApparel receipt to:
    ThermApparel
    125 Tech Park Dr, #1100
    Attn: Damages
    Rochester, NY 14623

  4. Please mail your UnderCool back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS). Please include your ThermApparel receipt and indicate your desired vest size.

  5. Our staff will send you a new UnderCool as soon as we receive the returned product. If you have any questions, please call our customer service at 855-232-7233.

 

If you received a damaged cooling pack:

  1. Give us a call at 855-232-7233.

  2. Please keep your UnderCool garment and all of your undamaged cooling packs, this helps to keep the cost of shipping low.

  3. Please return the damaged cooling pack(s) only along with a copy of your ThermApparel receipt to:
    ThermApparel
    125 Tech Park Dr, #1100
    Attn: Damages
    Rochester, NY 14623

  4. Please mail the damaged cooling pack(s) back to us via the most convenient and cost-effective method for you (US Mail, Fed Ex, or UPS). Please include a copy of your ThermApparel receipt and indicate the damaged area.

  5. Our staff will send you new cooling pack(s) as soon as we receive the returned product. If you have any questions, please call our customer service at 855-232-7233

 

Product Repairs

We want you to be completely satisfied with any product you purchase from us. If you encounter a problem with your product that falls within our warranty, we will repair or replace the product free of charge.

To obtain warranty service:

  1. Give us a call at 855-232-7233.

  2. Please return the product along with a copy of your ThermApparel receipt to:
    ThermApparel
    125 Tech Park Dr, #1100
    Attn: Warranty
    Rochester, NY 14623

  3. Please return the product along with your receipt. Include your phone number, any correspondence, and an explanation of the problem.

  4. Upon receipt, we will determine the cause of failure and will repair or replace (at our discretion) your product and return it to you, postage paid.

Questions about our vests or shipping? Reach out to the ThermApparel team toll-free at 855-232-7233, write to us through our website’s contact form or chat with us via live chat. We always respond because, otherwise, that wouldn't be cool.